Industries / Hotels
Uniden Voice for Hotels
Your front desk is checking somebody in. Three guests are holding.
A hotel front desk is a switchboard, a concierge, a check in counter and a complaints department, usually staffed by one or two people. Every ringing phone competes with a guest standing right there.
Answers 24/7Genuine Australian voicesKeep your numberOne property or a group
Every check in hour
Your front deskFri 3:10pm
Checking a guest inCannot be rushed, and should not be.In person
Direct booking enquiry for tonightAbout to book on an OTA instead.10s22s34s47sMissed
In house guest needing housekeepingWill leave a review about it.06s14s22s31sMissed
One guest checked in. One direct booking lost to commission, one review earned.
The bit nobody counts
Every unanswered direct booking is a commission you chose to pay
Hotels fight hard to shift bookings away from online travel agents and their commissions. A phone that rings out sends the guest straight back to the channel that charges you the most.
1Direct bookings are your best margin. A guest ringing you directly is trying to save you a commission. An unanswered phone pushes them back to the OTA.
2In house guest requests become reviews. A guest who cannot reach the desk for a towel writes about it publicly, and that is permanent.
3Check in hour is your call peak. The busiest hour at your desk is also the busiest hour on your phone.
UNIDEN VOICE · COMMISSION LEDGER
Illustrative only. Put your own numbers in.
Calls to the property, per week310
Answered by the desk196
Rang out or abandoned114
Share of those who were
a direct booking enquiryx 0.30
Direct booking calls lost per week34
Commission saved per direct booking$46
LOST PER WEEK$1,564
LOST PER YEAR$81,328
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
That is commission alone, before counting the bookings lost entirely.
The arithmetic is the point, not our example.
That is commission alone, before counting the bookings lost entirely.
Six things every hotel manager says out loud
You have said at least four of these this month
These are not phone problems. They are margin and reputation problems that arrive down a phone line.
01
The desk cannot serve two guests at once
The guest at the counter and the guest on the phone both deserve attention, and one receptionist cannot give it to both.
The agent handles routine calls so the desk looks after the person in front of it.
02
Direct booking enquiries go back to the OTA
The guest was trying to book direct. A ringing phone sends them to the channel that costs you commission.
Direct enquiries always answered, and quoted from your own rates.
03
In house requests are urgent and small
Towels, late checkout, a broken air conditioner. Small requests that become reviews when unanswered.
Routed straight to housekeeping or maintenance, logged automatically.
04
Night audit means one person on site
Overnight, your entire property is covered by one person who cannot always be at the desk.
The agent covers overnight properly, not with an answering machine.
05
The same questions, every single guest
Check in times, parking, breakfast, wifi, airport transfers, late checkout.
Answered instantly and consistently by the agent.
06
Group and event enquiries get lost
Your highest value enquiries queue behind guests asking about the pool.
Separate queue, so groups reach someone who can quote them.
Watch one of them get saved
11:40pm. One person on the desk. The direct booking lands.
This is the call that used to ring out overnight. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your property.
It sounds like it is from here. Genuine Australian voices, warm and professional, not a call centre accent.
It knows your property and your rates. Room types, availability, rates, inclusions, parking, check in times and policies.
It takes direct bookings. Which is the whole point, because a direct booking saves you the commission.
It routes in house requests. Housekeeping, maintenance and concierge, straight through and logged.
Uniden Voice AI Agent Live on line 100:50
AgentGood evening, you have called the Ellerton Hotel. How can I help?
CallerDo you have a room for tonight? I am looking at your site but I would rather just book direct.
AgentWe do have availability tonight. A king room is two hundred and forty five dollars including breakfast, and that is our direct rate, which is below what you will see on the booking sites.
CallerPerfect. Is there parking?
AgentYes, on site parking is twenty five dollars overnight, and reception is staffed all night so a late arrival is fine.
CallerGreat. It is Nadia Petrov, arriving about midnight.
AgentBooked, Nadia, a king room for tonight with a late arrival noted. I have texted you the confirmation, the direct rate and the parking entrance details.
What happened at twenty to midnight
- Direct booking taken instead of losing it to an OTA commission
- Direct rate quoted, with the price advantage explained
- Late arrival flagged so the overnight staff expected her
- Confirmation and parking details texted from the hotel number
One number, a whole property behind it
An in house guest and a group enquiry are not the same call
Publish one number. Behind it, direct bookings are taken, in house requests reach housekeeping and maintenance, and group enquiries reach someone who can quote.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Your season fills the property and empties the front desk
Hotel call volume follows your occupancy, which means your phone is busiest exactly when your desk is most committed to guests standing in front of it.
An AI agent covers all of it. Direct bookings taken at any hour, in house requests routed instantly, and the commission you were paying to online travel agents partly recovered.
Inbound calls across a hotel yearshape, not scale
What your front desk can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian leisure travel. Corporate properties follow a different curve.
It plugs into what you already run
Your phone should know which guest is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call can arrive with the guest, their reservation and their room number attached rather than just a number.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open reservation appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a guest straight from the record in your property management system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian voice for guests who chose to ring you directly
Plenty of platforms will sell you AI. Very few sound Australian, and almost none come from a brand Australians have known since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Desk, pocket and back office
The EVOC2 desk handset where you want something solid to grab, plus real Uniden apps for Windows, Mac, Linux, iOS and Android. Same number, whether you are at a desk or walking the property.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions hotels ask us first
Can it take a direct booking?
Where your property management system can be reached through an integration or an API, yes, and this is where the money is. Every direct booking the agent takes is a commission you do not pay.
Where a live connection is not available, the agent quotes your direct rates from what you have given it, captures the booking completely and hands it to the desk to place, which still keeps the guest away from an OTA.
Can it handle in house guest requests?
Yes, and it is often the fastest reputation improvement available to a hotel. Towels, late checkout, maintenance and concierge requests get routed straight to the right team and logged, rather than sitting in a hold queue while a guest gets annoyed.
Every request is recorded, so you can see what guests actually ask for and how quickly it was resolved.
What about overnight, when we have one person on?
That is the shift it changes most. Overnight your single staff member cannot be at the desk and on the phone. The agent answers everything, takes bookings, handles routine requests and only escalates what genuinely needs a person.
Late arrivals get looked after properly instead of finding an unanswered phone.
What happens when the AI cannot help?
It hands over, and you decide where. Complaints, billing disputes and anything a guest is upset about can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
We run more than one property. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it: by property, by time of day, by queue, with overflow so a call at a flat out property rings somewhere quieter instead of ringing out.
Each property can keep its own greeting and its own direct number as well. Reporting rolls up across all of them, so you can finally compare how each one handles its phone.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your website, your confirmations and your travel listings and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. You never trade a day without a phone.
Now You're Talking
Take the direct booking and keep the commission
Book fifteen minutes. Show us how calls reach your property today, and we will show you the version where the desk looks after guests and the phone still books rooms.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com